JPH09218891A - Information service window system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To improve information service by providing a service controller connecting a first information server of plural information servers and a terminal equipment for user at first and connecting a second information server and the terminal equipment for user after the processing of the first information server is terminated. SOLUTION: As for the information server selection processing from plural information servers, when a user requests the issue of a resident card from a terminal equipment B 120 for user, a service controller 112 receiving the request retrieves the correspondence relation data of an information service request and the information server complying the request, obtains an unmanned information server S 106 complying the request and connects this server with the terminal equipment B 120 for user. Thus, the terminal equipment B 120 for user provides a user with resident card issuing service that the unmanned information server S 106 provides. In the same way, the service controller 112 provides tax consulting service from the information server which is in the charge of a staff, also when the user requests a tax consulting.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an information service window system in which a center provides information service in response to a request from a user terminal device, and more particularly, the center provides an unmanned information server and a staff operation information server. Information service counter system provided.

[0002]

2. Description of the Related Art As a system in which a user accesses a center from a terminal device via a communication network and uses the information processing device of the center, a center end type information processing device disclosed in Japanese Patent Laid-Open No. 6-274455 is known. is there. With this device, if you have any questions about usage, you can call an assistant at the center for assistance. The center is equipped with a history storage device that stores the history of information processing based on the terminal operation performed by the user and the caller identification information of the terminal device used by the user in association with each other, and is called by the user. The assistant can grasp the status of the information processing performed by the user by referring to the result obtained by searching the history information using the sender identification information transmitted from the terminal device as a key.

[0003]

In order to realize diversification and sophistication of information services provided to terminal devices, a plurality of information servers providing different information services are provided in a center, and the same terminal device is provided from all of them. It is desirable to be able to provide information services to. In such an information window system, it is necessary to select an information server capable of responding to an information service request received from a user and connect the selected server to a terminal device. Is not considered.

Further, in the case where a plurality of different types of information servers are provided as described above, in order to meet the user's request,
It may be necessary to provide a series of information services by a plurality of information servers, but such problems have not been taken into consideration in the conventional technology.

In addition, when there are a plurality of user terminal devices, there is a problem that the information server that can meet the user's request is already being used by another user and cannot be used immediately. The prior art does not consider such a problem.

Further, with the advancement of information services, the use of the information service is not completed once, and there is a situation in which the information service is once interrupted and then restarted. In order to continue information processing from the stage at which the information service was interrupted without doing the same thing again at the time of restart, the history information at the time of interruption is saved, and the saved history information is read at restart. However, it is necessary to restore the state at the time of interruption based on the history information. Although the history information is stored even in the above-mentioned conventional technology,
Since the user is identified using the sender identification information of the terminal device, the individual user cannot be identified, and when another user uses the same terminal device, the usage state of the immediately preceding user is reproduced. Will end up.

In view of the above problems, it is possible to provide an information service to the same terminal device from a plurality of information servers that provide different information services, and when there are a plurality of user terminal devices, the same information server is requested by the user. The aim is to provide an information service contact system that enables coping even if there is an overlap, and can continue the information service from the previous processing status of the user even if the information service is restarted on another terminal device after the interruption. It is the purpose of the invention.

[0008]

In order to achieve the object of the present invention, the information service window system of the present invention provides an information service which responds to an information service request received from a user via an interactive input / output device. And a center that provides the user terminal device with an information service that responds to the service request received from the user terminal device via the communication network.

(A) The center is operated by the staff through (1) one or more unmanned information servers that provide information services without requiring the staff to operate, and (2) the input / output device for dialogue. It consists of one or more staff operation information servers that provide information services, and (3) a service management device that connects the information server and the user terminal device.

The service management device receives the information service request transmitted from the user terminal device, and based on the data of the correspondence relationship between various information services set in advance and the information server capable of providing each information service, An information server that can respond to a request is selected from information servers that are unattended information servers or staff operation information servers.

Further, the service management device needs to provide a series of information service by a plurality of information servers in order to connect the selected information server and the user terminal device and to meet the request according to the correspondence data. If it is determined that, the first information server among the plurality of information servers is first connected to the user terminal device, and after the processing of the first information server ends or the processing is divided, The second information server is connected to the user terminal device.

(B) In the information service provided by the staff operation information server, the following processing is performed. When the service management device receives the information service request received by the user terminal device and the staff operation information server is currently connected to another user terminal device and cannot immediately connect to the user terminal device. , Until the state becomes connectable to the staff operation information server, an alternative unmanned information server that partially provides the information service is provided, and the correspondence data between each information service and the information server that can provide the information service, Correspondence between each information service and an alternative unmanned information server is added.

The service management device accepts an information service request transmitted from the user terminal device and, when selecting an information server capable of responding to the request, refers to the correspondence data and responds to the request. When the staff operation information server is selected as, a pair of the staff operation information server and an alternative unmanned information server is selected.

Furthermore, when the service management device connects the user terminal device and the staff operation information server, if the staff operation information server is connected to another user terminal device and cannot be immediately connected, the staff At the end of the operation information server, reservation processing is performed to prioritize connection to the user terminal device, and an alternative unmanned information server is connected to the user terminal device until the staff operation information server becomes available. Then, a partial information service is provided in advance in response to the user's information service request.

(C) The user terminal device and the staff operation information server include a voice input / output device and an image input / output device.

(D) The service management device performs the following processing. In the process of accepting the information service request transmitted from the user terminal device and selecting the information server that can respond to the request from the information server of either the unmanned information server or the staff operation information server, Selects an information server by determining whether it is a device that can meet the request, and selects a staff operation information server by determining whether the operator of the staff operation information server can meet the request. .

(E) By adding a history storage device to the service management device, the following processing is performed. While the information server, which is either the unmanned information server or the staff operation information server, provides the information service to the user terminal device, the user terminal device transmits the history of its own execution state to the service management device, The unattended information server that is providing the information service to the user terminal device transmits the history of its own execution status to the service management device, and the staff operation information server that is providing the information service to the user terminal device executes it. The status history is transmitted to the service management apparatus, and the service management apparatus receives the execution status history from the user terminal device, the unmanned information server, and the staff operation information server and stores it in the history storage device.

(F) The execution state history includes the input accepted by the user terminal device from the user and the information server name selected by the service management device.

(G) If the service management device determines that a series of information services needs to be provided by a plurality of information servers in order to respond to the information service request sent from the user terminal device, the service management device selects The first information server among the plurality of information servers created is connected to the user terminal device. The first information server sends a history of execution states of the first information server to the service management system while the information service is provided to the user terminal device, and the service management system records history of execution states. Store in the storage device. When the first information server has finished providing the information service to the user terminal device, it sends the service management device that the information service has been completed. The service management device receives the notification of the end of the information service provision, transmits the history of the execution state up to that point stored in the history storage device to the second information server, and the second information server and the user terminal. Connect to the device.

(H) When the first information server is providing the information service to the user terminal device, it is planned to be connected to the user terminal device after the information provision of the first information server is completed. In the case where the staff operation information server is included in the series of plural information servers of, the service management device stores the information in the history storage device without waiting for the end of the information service provision to the user terminal device of the first information server. The history of the execution state of the first information server is transmitted to the staff operation information server to be connected.

(I) The user terminal device transmits the interruption request received by the user's operation, the user identification information for specifying the user, and the execution state history of the user terminal device to the service management device. . The service management device transmits the interruption request to the unmanned information server or the staff operation information server that provides the information service to the user terminal device. The information server that has received the suspension request transmits the history of the execution status of the information server to the service management apparatus. The service management device associates the user identification information transmitted from the user terminal device and the history of the execution state of the user terminal device with the history of the execution state of the information server transmitted from the information server, and associates the history. Save in the storage device and disconnect the user terminal device and the information server. The user terminal device transmits the restart request accepted by the user's operation and the user identification information for specifying the user to the service management device.

The service management device retrieves and reads history information from the history storage device by using the user identification information as a key, and if the history storage device has history information regarding the user terminal device, this information is used for the user. If the history information about the staff operation information server exists in the history storage device, this information and a restart request are sent to the staff operation information server. Further, when the history information about the unattended information server exists in the history storage device, the service management device sends this information and the restart request to the unattended information server. Each of the user terminal device, the staff operation information server, and the unattended information server performs a process of returning to the state at the time of interruption, using the history information transmitted from the service management device.

(J) When the information server that has received the interruption request is the staff operation information server, the staff operation information server operates the staff operation information server in addition to the history of the execution state of the staff operation information server. Transmitting the staff identification information of the staff member to the service management apparatus, and the service management apparatus stores the history of the execution state of the staff operation information server sent from the staff operation information server as the staff identification information sent from the staff operation information server. Correspondingly, the service management device, which stores the history information in the history storage device and accepts the restart request, reads the history information from the history storage device and stores the history information related to the staff operation information server in correspondence with the read information. The identification information is transmitted to the staff operation information server operated by the staff, the user terminal device and the staff operation information server are connected, and To instruct.

(K) The user terminal device transmits to the service management device the interruption request received by the user's operation, the user identification information for specifying the user, and the execution state history of the user terminal device. , The service management device sends a suspension request to the unmanned information server or the staff operation information server that is providing the information service to the user terminal device, and when the information server receives the suspension request, the information server detects the information service When processing is in progress, the service management device disconnects the user terminal device from the information server, and the information server can process the information service being processed without receiving input from the user terminal device. Processing is performed, the processing result is added to the history of the execution status of the information server, and the result is sent to the service management device. The service management device is the information server sent from the information server. The execution state history and the processing result are stored in the history storage device, and the user terminal device transmits the user identification information for identifying the user and the restart request accepted by the user's operation to the service management device, The service management device retrieves and reads the history information from the history storage device using the user identification information as a key, and the service management device displays the history information on the staff operation information server or the unattended information server in the history information as a result of the processing. If added,
The processing result is transmitted to the user terminal device, and each of the user terminal device, the staff operation information server, and the unattended information server returns to the state at the time of interruption using the history information transmitted from the service management device. To do.

According to the method of the present invention, the service request accepted by the user terminal device can be met, and the service and the information server can be associated with each other from the plurality of information servers provided in the center. By providing the service management device for connecting the information server selected based on the data indicating the relationship with the user terminal device, the information service can be provided to the same terminal device from a plurality of information servers that provide different information services. Can be provided.

Further, in the correspondence data, a series of information services are provided by a plurality of information servers in order to meet a user's request by associating a series of a plurality of information servers with one request. it can.

Further, by providing an unmanned information server that substitutes a part of the information service provided by the staff operation information server, another staff operation information server that can meet the user's request is already available. It is also possible to deal with the case where the target information server cannot be used immediately while the user of is being supported.

Further, by providing the history storage device for storing the history information of the information service in association with the information for identifying the individual user, even when the processing is restarted by another terminal device after the processing is interrupted, The information service can be continued from the continuation of the previous processing status of the user.

[0029]

BEST MODE FOR CARRYING OUT THE INVENTION A public information service window system according to an embodiment of the present invention will be described in detail with reference to the drawings. This system provides various public information services such as issuance of certificates such as resident's cards and certified copies of family registers, consultation services such as tax consultation, and various notification procedures such as birth and transfer.

FIG. 1 is an overall configuration diagram of this system. User terminal devices A 118 and B 120 that receive an information service request by a user's operation and provide the information service to the user in response to the request are connected to the center 100 via a communication network 116. The center 100 includes information servers 102 to 110 and a service management device 112 having a history storage device 114. Staff operation information server X that provides information services by inputting operations by center staff
102 and Y104 provide information services such as tax consultation and acceptance of notification documents. Unmanned information server S10
6, T108, and U110 are unmanned information servers that provide information services without any staff operation.
The information server S106 provides an information service for issuing a resident card, the unmanned information server T108 provides an information service for preparing a notification document, and the unmanned information server U110 is provided by a staff operation information server in charge of tax consultation staff. Partial provision of tax consultation information services. The service management device 112 selects an information server that can respond to the information service request received from the user terminal device, connects the user terminal device, and connects the connected information server to the history storage device 11.
The execution state history data stored in 4 is transmitted.

A feature of the present invention is that a plurality of staff operation servers,
In an information window system including an unattended information server and a plurality of user terminal devices, (1) information server selection processing from a plurality of information servers, (2) serial information service processing by a plurality of servers, (3 ) Substitute processing at the time of duplicated requests to the staff operation information server, and (4) information service interruption processing and restart processing at a user terminal device different from that at the time of service interruption. The outline of the above four processes will be described below.

Information server selection processing from a plurality of information servers will be described. When the user requests the issuance of the resident's card from the user terminal device B120, the service management device 112, which has received the request, retrieves the correspondence data between the information service request and the information server that can respond to the request, and makes the request. The unmanned information server S106 that can respond to the request is obtained, and this is connected to the user terminal device B120. As a result, the user terminal device B120 provides the user with the resident card issuing service provided by the unmanned information server S106. When the user subsequently requests tax consultation, the service management device 112 similarly retrieves the correspondence data between the information service request and the information server that can respond to the request, and obtains the employee name that can respond to the request. The service management device retrieves the correspondence data between the staff operation information server and the staff member in charge, obtains the staff operation information server in charge of the staff member, and connects this to the user terminal device B120. As a result, the user terminal device B120 provides the user with the tax consultation service provided by the staff operation information server in charge of the tax consultation staff. As described above, when a staff operation information server is selected, the information service that can be provided is determined by the staff member in charge, so the staff operation information server in charge of the staff member who responds to the request is selected.

The sequential information service processing by a plurality of servers will be described. When the user requests the procedure for transfer notification from the user terminal device B120, the service management device 112 searches the correspondence data of the information service request and the information server that can respond to the request, and fills out the information service of the document entry. The unattended information server T108 that provides the information and the staff that provides the information service for receiving documents are obtained. The service management apparatus 112 first connects the user terminal device B120 and the unmanned information server T108. As a result, the user terminal device B120 provides the user with the document entry service provided by the unmanned information server T108. After completing the documents, the service management device 112 displays the user terminal device B1.
20 and the unmanned information server T108 are disconnected, and then the user terminal device B120 and the staff operation information server in charge of the staff who can provide the information service for receiving documents are connected. Accordingly, the user terminal device B120 provides the user with the document acceptance service provided by the staff operation information server in charge of the document acceptance staff. In this example, by the information service of two information servers,
Providing the transfer notification procedure service required by the user. As described above, the service management device 112 performs management so that a series of information services can be provided by a plurality of servers.

An alternative process at the time of duplicate requests to the staff operation information server will be described. When the user requests the tax consultation, the service management device 112 similarly obtains the staff name that can respond to the request and the staff operation information server in charge of the staff. The staff operation information server is used as the user terminal device B12.
When connecting to 0, if the staff operation information server is supporting another user's terminal device and cannot connect immediately,
The staff operation information server is reserved, and first the alternative unmanned information server U110 and the user terminal device B120 are connected. The user terminal device B120 provides the user with a partial tax consultation service provided by the alternative unmanned information server U110 capable of tax consultation. When the reserved staff operation information server becomes available, the user terminal device B
120 is connected to the staff operation information server, and the user terminal device B120 provides the user with the tax consultation service provided by the staff operation information server in charge of the staff in charge of tax consultation.

The information service interruption process and the resumption process in the user terminal device different from when the service is interrupted will be described.
When the user terminal device B 120 receives an information service interruption request from the user, the service management device 112
Associates the execution status history up to that point with the user identification information that identifies the individual user received from the user,
The history storage device 114 stores the user terminal device B12.
The information service at 0 ends. Next, when the same user starts using the information service on the user terminal device B120, the service management device 112 uses the user identification information received by the user terminal device B120 as a key in the history storage device 114. The stored execution status history is searched, and if there is relevant data, the user terminal device and the information server are returned to the status indicated by the execution status history, and the processing is restarted from the same status as when interrupted. As described above, since the execution state history at the time of interruption is stored in association with the user identification information, even if a user terminal device different from that at the time of service interruption is used,
The information service can be restarted from the state where it was interrupted.

The public information service window system of the present invention will be described below in more detail with reference to the drawings. FIG. 2 is a diagram showing an outline of data used in the device configuration and processing of the public information service counter system.

The server connection status data 202, the server-staff correspondence data 204, and the service-server correspondence data 206 are stored in the external storage device of the service management device 112. The server connection status data 202 is data representing the connection status of any user terminal device that can be connected during the connection of each information server. The server-staff correspondence data 204 is data representing the correspondence between each staff operation information server and the staff in charge of the staff operation information server. The service-server correspondence data 206 is data that stores information servers that can be provided for each information service.

The execution state history data 208 indicating the execution state of the information service provision for each user terminal device is stored in the history storage device 114. Each processing unit 210, 212,
And 214 are executed by the service management device 112. The history management unit 210 searches and reads the execution state history data 208 stored in the history management device 114,
Store and so on. The connection processing unit 212 performs connection / disconnection processing between the information server and the user terminal device, and searches, reads, and stores the server connection status data 202 and the server-staff correspondence data 204. The server selection unit 214 searches the server-staff correspondence data 204 and the service-server correspondence data 206 to obtain the server name that responds to the information service request received from the user. The connection candidate information server name data 216 is created by the server selection unit 214.

User identification information 22 for identifying an individual user
2 is stored in the memory of the user terminal device based on the input received from the user. The staff identification information 218, 219 for identifying the staff member in charge is stored in the memory of the staff operation information server based on the input received from the staff member in charge. The connection reservation request data 220, 221 is stored in the memory of the staff operation information server.

FIG. 3 shows the staff operation information server X102, the staff operation information server Y104, and the user terminal device B12.
It is a block diagram of 0, and the information processing apparatus used for the terminal device B120 for users. The information processing device shown in FIG. 3 includes a processing device 300, a memory 301, an external storage device 302, and a processing program 303 stored in the external storage device. The functions provided by the staff operation information server X102, the staff operation information server Y104, the user terminal device B120, and the user terminal device B120 include a processing program 303 stored in the external storage device 302 by the processing device 300 and a memory 301. It is realized by reading and processing. The information processing apparatus of FIG. 3 is an input / output interface, which is an input device 30 that receives an input by an operator
4, a display device 305, a voice output device 306, a voice input device 308, a printing device 310, and an image input device 312.

FIG. 4 is a block diagram of an information processing apparatus used for the unmanned information server S106, the unmanned information server T108, and the unmanned information server U110. The information processing device of FIG.
Processing device 400, memory 401, external storage device 402,
And the processing program 4 stored in the external storage device 402
It consists of 03. The functions provided by the unmanned information server S106 and the unmanned information server T108 are realized by the processing device 400 reading the processing program 403 stored in the external storage device 402 into the memory 401 and performing the processing.

FIG. 5 is a block diagram of an information processing apparatus used in the service management apparatus 112. The information processing device shown in FIG. 5 includes a processing device 500, a memory 501, and an external storage device 50.
2, and a processing program 503. Service-server correspondence data 20 together with the processing program 503
2. The server-staff correspondence data 204 and the server connection status data 206 are stored in the external storage device 502.
The service management device 112 is connected to another history storage device 114, which is an external storage device, and stores execution state history data 208.

FIG. 6 shows the service-server correspondence data 206.
This is an example. The service request 600 is an item indicating an information service that can be requested by the user, and in the example of FIG. 6, “issue of residence certificate”, “tax consultation”, and “relocation notice” are stored. The server type 602 is the identification information of the server that can provide the request service 600, and is the type of “unattended” information server that can provide the information service without the operator's operation and the information service that accepts the input by the operation of the staff. There is a type of "staff" operation information server that provides a. The server name 604 is identification information of a server that can provide the request service 600. However, server type 6
When 02 is a “staff”, the information service that can be provided is determined by the staff who operates the server, not the server itself, so the identification information 604 is the name of the staff in charge. In the example of FIG. 6, when the operator is “staff P”, the staff operation information server can provide “tax consultation”, and when the operator is “staff Q”, the staff operation information server is “transfer notification” information. It indicates that some of the services can be provided. The processing request 606 indicates processing that can be provided by the server having the server name / staff member name 604. If one server can provide the information service, the service request 600 is the same. FIG.
In this example, “issue of resident card” and “tax consultation” correspond to this.
When providing one information service with multiple servers,
The processing is provided by each server. In the example of FIG. 6, this corresponds to “document entry” and “document check / accept” when the service request 600 is a “relocation notice”. The service-server correspondence data 206 is data given in advance, and its contents are not rewritten by the operation of this system.

FIG. 7 shows an example of the server connection status data 202. The server name 700 indicates an information server that can currently provide information. In the case of an unattended information server, the server name 700 is always stored in the server name. In the case of the staff operation information server, the server name is 700 when the staff member in charge is in charge.
Stored in. A connection state 702 indicating the connection state of each information server of the server name stored in the server name 700 stores the user terminal device name if connected to the user terminal device. It is blank when not connected to the user terminal device. FIG. 7 shows an example in which no staff is present in any staff operation information server, and all information servers are not connected to any user terminal device.
The server name 700 is only an unmanned information server, and the connection status 702 is blank.

FIG. 8 shows an example of the execution state history data 208. The data 208 is a data name 800 and its state 8
It consists of 02. In the example shown in FIG. 8, the execution state history data 208 is newly created immediately after the use of the user terminal device is started. In this history data, the "terminal name" is "user terminal device B". This indicates that the information service history is for a certain user terminal device. Execution status history data 2
08 is created each time the use of each user terminal device is started.

FIG. 9 shows an example of the server-staff correspondence data 204. The data 204 includes a server name 900 of the staff operation information server and a staff name 902 in charge of operating each staff operation information server. Server-Employee Response Data 20
The content of 4 is updated when the staff in charge starts operating the staff operation information server, and always reflects which staff operates which staff operation information server. In the example of FIG.
At present, neither "staff operation information server X" nor "staff operation information server Y" is in charge.

The configuration of the system of this embodiment and the data used for processing have been described above. The operation of this system will be described below with reference to the drawings.

FIG. 10 is a flowchart showing a process when a staff member starts or ends the charge of the staff operation information server. The processing performed when the staff member starts the charge of the staff operation information server will be described with reference to FIG. When the staff P starts to take charge of the staff operation information server Y104 (step 1002), the staff operation information server Y104.
At the start of charge, the employee stores the identification information “staff P” of the employee P itself in the employee identification information 219, and transmits the employee operation information server name and the employee identification information to the service management device 112 (step 1004). Service management device 112
Receives the staff operation information server name and the staff identification information, and the connection processing unit 212 stores the received staff identification information in the data item of the received staff operation information server name of the server-staff correspondence data 204. That is, as shown in FIG.
"Staff P" is stored in the location corresponding to the staff operation information server Y of the staff name 902 in charge (step 100
6). Further, the connection processing unit 212 uses the received staff operation information server name as the server name 7 of the server connection status data 202.
Stored in 00. That is, as shown in FIG. 43, "staff operation information server Y" is stored in the server name 700 (step 1008), and the process ends (step 101).
0).

Referring to FIG. 10, the server-staff correspondence data 204 is in the state shown in FIG. 42, and the server connection state data 202 is in the state shown in FIG. 43. The case will be described. Staff P
When the staff operation information server Y104 ends the charge (step 1002), the staff operation information server Y104 accepts the input indicating that the staff operation information server Y104 ends the staff identification information 21.
The data “Staff P” of No. 9 is deleted, and the staff operation information server name “Staff operation information server Y” and the staff end notification are transmitted to the service management device 112 (step 1004).
The service management device 112 receives the staff operation information server name and the charge end notification, and the connection processing unit 212 receives the charge staff name 90.
The data item "staff P" corresponding to the received staff operation information server name "staff operation information server Y" of No. 2 is deleted (step 1006). Further, the connection processing unit 212 deletes the received staff operation information server name “staff operation information server Y” from the server connection status data 202 (step 100
8) and the process is terminated (step 1010).

By the processing described above, the staff identification information of the staff member in charge is stored in the data item relating to each staff operation information server of the server-staff correspondence data 204 only while the staff member in charge is in charge. Also, the server connection status data 202
In the staff operation information server, only the server name of a server which has a staff member in charge and can be connected to the user terminal device is stored.

FIG. 11 is a flow chart showing the flow of the entire processing when the information service is provided to the user from the user terminal device. The operation of the present system when an information service is provided to the user with the user terminal device will be described with reference to FIG.

Consider a case where an information service is provided to the user from the user terminal device B120. When starting (step 1102), first, the user terminal device B120 receives the input of the user identification information, stores it in the user identification information 222, and stores the user identification information and the user terminal device name in the service management device 112. (Step 1104).
FIG. 31 is an example of a screen displayed on the display device 305 of the user terminal device B120 at this time. An area 3102 is a TV conference display area for displaying an image of a staff member input from the image input device 312 on the information server side when connected to the staff operation information server. Reference numeral 3104 is an input area for receiving an input of a request for starting a video conference. Reference numeral 3106 is an input area for receiving an input of a use suspension request of the terminal device. 310
Reference numeral 8 is an input area for receiving an input of a request for ending use of the terminal device. Reference numeral 3110 is a character input area for receiving input of user identification information. Reference numeral 3112 is a display area of the character input by the character input area 3110. 3
Reference numeral 114 denotes an input area for receiving an input completion input of user identification information.

The history management unit 210 receives the user identification information and the user terminal device name, and searches the execution state history data 208 stored in the history storage device 114 using the user identification information as a key (step 1106), it is determined whether or not there is interruption execution state history data corresponding to the user (step 1108).

If the interruption execution state history data corresponding to the user is present in the history storage device 114, the process of restarting the previous information service (step 1112) is performed, and the process proceeds to step 1114. When the suspended execution state history data corresponding to the user does not exist in the history storage device 114, the execution state history data 20 for the user terminal device B120.
8 is created and the received user terminal device name is stored in the execution state history data 208 (step 1110). At this time, the execution state history data 208 is the same as the state shown in FIG. Proceed to step 1114.

Upon accepting the input of the information service request from the user, the user terminal device B120 transmits the information service request and the user terminal device name to the service management device 112 (step 1114).

The service management device 112 that received the request
Determines whether the request is an information service request. If the request is for information service, step 111
Proceed to 8. If it is not an information service request, the process proceeds to step 1128 (step 1116).

In the case of an information service request, the service management device 112 selects an information server that can respond to the request, and stores the selected information server name in the execution status history data 208 corresponding to the user terminal device name. (Step 1118).

The history management unit 114 uses the execution state history data 2
The information server name to be connected is searched from 08 using the user terminal device name as a key. If there is a corresponding information server name, the process proceeds to step 1122. If there is no corresponding information server name, the process returns to step 1114 (step 1120).

When there is an information server name to be connected, it is confirmed whether the information server and the user terminal device B120 are in a connectable state, and while the connection is impossible, the connection confirmation for providing the alternative information service. Perform processing (step 112)
2).

When the connection becomes possible, the service management device 112 connects the information server to be connected to the user terminal device B.
The execution state history data 208 of 120 is transmitted (step 1123), the user terminal device B 120 is connected to the information server thereof, and the information server provides the user with the information service from the user terminal device B. When the information server completes the processing of the information service it can provide, the information server sends a processing end notification to the service management device 112 (step 11).
24).

Upon receiving the information service processing end notification, the connection processing section 212 receives the information server and the user terminal device B1.
20 is disconnected, and the data item of the corresponding information server of the server connection status data 202 is changed to blank. Further, the connection processing unit 212 passes the user terminal device name for which the disconnection processing has been performed to the history management unit 210. The history management unit 210 deletes the data of the connection server name of the execution status history data 208 corresponding to the user terminal device name, and rewrites the “processing request” with the “provided service”. The procedure returns to step 1120 (step 1126).

If it is determined in step 1116 that the request is not an information service request, the service management device 1
12 determines whether the request is an information service interruption request, and if it is an interruption request, proceeds to step 1132, and if not, proceeds to step 1130 (step 1128).

If it is determined in step 1128 that the request is an interruption request, the information service is interrupted and the service management device 112 associates the execution state history data 208 up to the time of interruption with the user identification information for identifying the user. And store it in the history storage device 114 (step 1132),
The process ends (step 1134).

If it is determined in step 1128 that the request is not an interruption request, processing for terminating the information service is performed, and the service management device 112 sets the history data 2 of the user terminal device.
08 is deleted from the history storage device 114 (step 11
30) and the process is terminated (step 1134).

The information server selection process (step 1118) will be described in detail with reference to FIG. In step 1114, the service management apparatus 112 has already accepted the transmission of the user request. If the request is determined to be an information service request in step 1116, the information server selection process is started (step 1200).

The information server selection process (step 1118) will be described by using an example in which the service request initially accepted from the user by the user terminal device B120 is "issue of residence certificate". FIG. 32 is a display device 305 of the terminal device B120 for the user when receiving the input of the “issue a resident card” request.
It is an example of a screen displayed on. Area 3202, 3204, 3
Reference numerals 206 and 3208 are input areas for accepting respective certificate issuance requests. Execution state history data 208 of the user terminal device B 120 before receiving this service request
Shows the state shown in FIG.

The history management unit 210 stores the information service request in the execution state history data 208 corresponding to the user terminal device name received in step 1114. Here, since the information service request is “issue resident card”, as shown in FIG. 44, the data name 800 is “service request”, status 8
The “issue of residence certificate” is stored in 02. Subsequently, the history management unit 210 gives the information service request “issue of residence certificate” and the user terminal device name “user terminal device B” to the server selection unit 214.
Pass to. The server selection unit 214 searches the service-server correspondence data 206 using the information service request as a key,
Server type 602, server name / person in charge 604 of data item whose service request 600 is “issue resident card”
And the data of the processing request 606 is read and stored in the connection candidate information server name 216. Here, since the service request is “issue resident card”, the server type 602 is “unattended”, the server name / staff member name 604 is “unmanned information server S”, and the processing request 606 is “issue resident card” (step 1202).

Since the read server type is "unmanned" (step 1204), the process proceeds to step 1208.

The server selection unit 214 uses the server name / personnel in charge 604 “unattended information server S” stored in the connection candidate information server name 216, the processing request 606 “issue a resident card”, and the user terminal device name “user”. Terminal device B ”for the history management unit 210. The history management unit 210 uses the data name 80 of the execution state history data 208 corresponding to the user terminal device name.
"Service request" is deleted from 0, "resident's card issuance" is deleted from status 802, "connection candidate information server name" is set in data name 800, "unattended information server S" is set in status 802, and "processing" is set in data name 800. “Request” and “issue resident card” in status 802 are stored. FIG. 13 shows the execution state history data at this time. As the data of the data name 800 and the state 802, “terminal name”, “user terminal device B”, “connection candidate information server name”, “unmanned information server S”, “Processing request” and “issue of residence certificate” are stored (step 1208). The information server selection process (step 1118) is ended (step 1210).

After the above step 1118 is completed, the information service of "issue of residence certificate" is provided in step 1124,
The process of selecting the information server (step 1118) will be described in detail with reference to FIG. 12 using an example of returning to step 1114 and accepting the “tax consultation” request. FIG. 34 is an example of a screen displayed on the display device 305 of the user terminal device B120 when the input of the “tax consultation” request is received.
Areas 3402, 3404, 3406 and 3408 are input areas for receiving the respective consultation requests. As shown in FIG. 45, the execution state history data 208 of the user terminal device B 120 before receiving this service request has the data of “connection candidate information server name” and “processing request” deleted,
The data name 800 is newly added to "already provided service", status 80
“Issue of resident card” is stored in 2.

The history management unit 210 stores the information service request in the execution state history data 208 corresponding to the user terminal device name received in step 1114. Here, since the information service request is “tax consultation”, as shown in FIG. 44, the data name 800 is “service request” and the status 80.
Store “tax consultation” in 2. Then, the history management unit 21
0 passes the information service request “tax consultation” and the user terminal device name “user terminal device B” to the server selection unit 214. The server selection unit 214 searches the service-server correspondence data 206 using the information service request as a key, and the server request 602, the server name / person in charge of staff 604, and the processing request 606 of the data item whose service request 600 is “tax consultation”. Data is read and stored in the connection candidate information server name 216. Here, since the service request is "tax consultation", the server type 602 is "staff", the server name / responsible staff name 604 is "staff P [unmanned information server U]", and the processing request 606 is "tax consultation". (Step 1202).

Since the read server type is "staff" (step 1204), the process proceeds to step 1206.

The server selection unit 214 searches the server-staff correspondence data 204 using the staff name as a key. For example, when the server-employee correspondence data 204 is in the state shown in FIG. 42, the data of the server name 900 is read for the corresponding staff name 902. Here, since the staff member in charge is “staff P”, the server name 900 is “staff operation information server Y”. The server selection unit 214 displays the server name / personnel name in charge 60 stored in the connection candidate information server name 216.
4 "Staff P [unmanned information server U]", based on the value read "staff operation information server Y [unmanned information server U]"
(Step 1206).

The server selection unit 214 uses the server name / person in charge 604 stored in the connection candidate information server name 216 “staff operation information server Y [unmanned information server U]”, processing request 606 “tax consultation” and user The terminal device name “user terminal device B” is passed to the history management unit 210. The history management unit 210 deletes “service request” from the data name 800 of the execution status history data 208 corresponding to the user terminal device name, “tax consultation” from the status 802, and adds “connection candidate information server name” to the data name 800. , “Staff P [unmanned information server U]” in status 802, “processing request” in data name 800, and “tax consultation” in status 802. FIG.
Is the execution state history data at this time, and the data name 80
0, the data of the state 802, "terminal name""terminal device B for user", "connection candidate information server name""staff operation information server Y [unmanned information server U]", "processing request"
The “tax consultation” is stored (step 1208).
The information server selection process (step 1118) is ended (step 1210).

After the above step 1118 is completed, the information service of “tax consultation” is provided in step 1124, and the process returns to step 1114 via steps 1126 and 1120 to accept the “transfer request” request. 12
The information server selection process (step 1118) will be described in detail with reference to FIG.

FIG. 38 is an example of a screen displayed on the display device 305 of the user terminal device B 120 when the input of the “relocation notice” request is received. Areas 3802, 3804, 38
Reference numerals 06 and 3808 are input areas for receiving requests for each notification procedure. Execution state history data 208 of the user terminal device B 120 before receiving this service request
47, as shown in FIG. 47, "connection candidate information server name",
The data of "processing request" is deleted and the new data name 80
The “provided service” is stored in 0, and the “tax consultation” is stored in the status 802. In addition, staff Q is staff operation information server X
Consider that the server-staff correspondence data 204 stores “staff Q” as shown in FIG. 49.

The history management unit 210 stores the information service request in the execution state history data 208 corresponding to the user terminal device name received in step 1114. Here, since the information service request is “relocation notice”, as shown in FIG. 48, the data name 800 is “service request” and the status 802.
"Transfer notification" is stored in. Then, the history management unit 210 passes the information service request “relocation notice” and the user terminal device name “user terminal device B” to the server selection unit 214. The server selection unit 214 searches the service-server correspondence data 206 by using the information service request as a key, and the server request 602, the server name / the staff member name 604, and the processing request of the data item whose service request 600 is “relocation notice”. 6
06 data is read, connection candidate information server name 216
To be stored. Here, since the service request is a "relocation notice", a series of information services by two information servers are required to meet the request, and the data related to the two information servers are server type 602 "unattended", server name /
The employee name 604 is “unmanned information server T”, processing request 6
06 "Document entry", server type 602 "Staff", server name / person in charge 604 is "Staff Q", processing request 60
6 "Document check, acceptance" (step 120)
2).

Since the read server type has "staff" (step 1204), the process proceeds to step 1206.

The server selection unit 214 searches the server-staff correspondence data 204 using the staff name as a key. Here, since the server-staff correspondence data 204 is in the state shown in FIG. 49, the data of the server name 900 is read for the ones in which the in-charge staff names 902 match. Here, since the staff member in charge is "Staff Q", the server name 900 is "Staff operation information server X". The server selection unit 214 displays the server name / personnel name in charge 60 stored in the connection candidate information server name 216.
4. Rewrite "Staff Q" into "Staff operation information server X" based on the read value (step 1206).

The server selection unit 214 uses the combination of the server name / staff member name 604 “unattended information server T” and the processing request 606 “document entry” stored in the connection candidate information server name 216, and the server name / staff member name 604. The "staff operation information server X", the processing request 606 "document check, acceptance", and the user terminal device name "user terminal device B" are passed to the history management unit 210. The history management unit 210 uses the data name 8 of the execution state history data 208 corresponding to the user terminal device name.
"Service request" from 00, "Transfer notification" from status 802
Is deleted, “connection candidate information server name” is stored in the data name 800, “unmanned information server T” is stored in the status 802, “processing request” is stored in the data name 800, and “document entry” is stored in the status 802. Further, the data name 800 is “connection candidate information server name”, and the status 802 is “staff operation information server X”.
, The data name 800 is “processing request”, and the status 802.
"Document check, acceptance" is stored in. FIG. 50 shows the execution state history data at this time. As data of data name 800 and state 802, “connection candidate information server name”, “unmanned information server T”, “processing request”, “document filling”, and “connection” are newly added. The "candidate information server name", "staff operation information server X", "processing request", "document check, acceptance" are stored (step 1208). The information server selection process (step 1118) is ended (step 1210).

As described above, in the process of accepting the information service request from the user and selecting the information server that responds to the request (step 1118), if the unmanned information server provides the information service, the service-server Selection is performed by referring to the correspondence data 206 and determining whether or not the device can meet the service request.
If the staff operation information server provides the information service, the staff operating the staff operation information server refers to the service-server correspondence data 206 and the server-staff correspondence data 204, and the staff responds to the request. Selection is made by determining whether or not.

Next, referring to FIG. 41, a connection candidate information server is displayed.
Process to check whether it is possible to connect to the server immediately (step 1
122) will be described in detail.

Information server selection processing (step 111)
As a result of 8), the example of the state shown in FIG. 14 is obtained as the execution state history data 208. Since there is data of the connection candidate server name here, the process proceeds to step 1122 by the judgment of step 1120.

When the connection confirmation process (step 1122) is started (step 4100), the history management unit 210 reads the connection candidate information server name from the execution state history data 208 and transfers it to the connection processing unit 212. The connection processing unit 212 searches the server connection status data 202 by using the server name as a key, and if the corresponding information server is not connected, the connection confirmation processing (step 1122) is ended. If the connection is in progress, the process proceeds to step 4104 (step 4102).

The connection processing unit 212 sends a name of the user terminal device and a connection reservation notice to the connection candidate server (in this example, the staff operation information server Y) which is currently connected to another user terminal device. To send. Staff operation information server Y that received the reservation notice
The reservation request data 22 based on the received user terminal device name.
1 is stored. Further, the connection processing unit 212 notifies the history management unit 210 that the reservation has been made (step 410).
4).

The history management unit 210 uses the execution state history data 2
The substitute unmanned information server name (unmanned information server U in this example) of the staff operation information server Y is read from 08 and sent to the connection processing unit 212. The history management unit 210 also stores the "connection server name" and "unattended information server U" in the execution status history data 208.
To be stored. The execution state history data 208 is in the state shown in FIG. 15 (step 4106). The connection processing unit 212 connects the user terminal device B120 and the unmanned information server U110 and notifies the start of processing (step 410).
8). The alternative unmanned information server U110 provides services that can be performed without tax staff in the tax consultation, for example, allowing the user to input the tax name to be consulted in advance and presenting explanatory materials ( Step 4110). FIG. 37 is an example of a screen displayed on the display device 305 of the user terminal device B120 at this time. Areas 3702, 3704, 370
Reference numeral 6,3708 is an input area for receiving an input of a tax name to be consulted. The tax name accepted here is stored in the execution state history data 208 and is transmitted when connecting to the reserved staff operation information server.

The reserved staff operation information server Y stores the user terminal device name in the reservation request data 221 when the provision of the information service to the other user terminal devices is completed. If so, the name of the user terminal device (in this example, the user terminal device B) and the fact that the reservation can be accepted are transmitted to the service management device 112. The connection processing unit 212 disconnects the user terminal device B from the alternative unmanned information server U. The history management unit 210 deletes the "connection server name" and "unattended information server U" from the execution state history data 208. The execution state history data 208 is in the state shown in FIG.

FIG. 33 shows an example of a screen displayed on the display device 305 of the staff operation information server Y when the staff operation information server Y and the user terminal device B are subsequently connected in step 1123. . An area 3302 is a TV conference display area for displaying an image of the user input from the image input device 312 on the user terminal device side. An area 3304 is an input area for accepting a start / end request for a TV conference from a staff member. A region 3306 is a display region for displaying the current screen state of the user terminal device. An area 3308 is an input area for accepting a request to change the name of the employee in charge.
Is a display area of the staff name in charge. An area 3312 is a display area of the received execution state history of the user terminal device.
Area 3314 is an operation / display area related to the information service to be provided. This example relates to tax consultation, and the tax name "inheritance tax" accepted by the alternative unmanned information server U is displayed. Area 3316 is a staff operation information service.
This is an input area for receiving a request for transmitting a material image or the like input from the image input device 312 of the computer to the user terminal device.

As described above, when the staff operation information server of the connection candidate is connected to the terminal device for another user, the alternative unmanned information server until the information service is completed. To provide services.

Next, the execution state history data takeover process (step 1123) for the information server connected to the user terminal device will be described with reference to FIG. 17, which is a detailed flowchart of this process.

Using the example in which the unmanned information server S106 has already provided an information service for issuing a resident's card from the user terminal device B120 and subsequently received a tax consultation service request, the execution status history data transfer process ( Step 1123) will be described in detail. In this example, the execution state history data 208 is in the state shown in FIG. FIG. 18 shows that the "terminal card for user B" has been provided with the information service of "issue resident card", and when the information service of "issue of resident card" is provided, the "name" of the user is " It is the execution state history data showing that "Taro Osaka", "Chuo-ku 1-1" as "Address", "28 years old" as "Age" are accepted, and "Staff operation information server Y" is a connection candidate. . In step 1122, the connection processing unit 21
2 has “user terminal device B” as the user terminal device name and “staff operation information server Y” as the connection candidate server name, and confirms that this information server is in a connectable state. There is.

When the process of handing over history data is started (step 1700), the connection processing unit 212 causes the history management unit 210
The user terminal device name is transmitted to. The history management unit reads the execution state history data 208 corresponding to the user terminal device name from the history storage device 114, and passes the data to the connection processing unit 212. The connection processing unit uses the execution state history data as the connection candidate server, which is the staff operation information server Y104.
(Step 1702).

Next, the connection processing section 212 connects the user terminal device B120 and the staff operation information server Y104 (step 1704), and starts the information service processing to the user terminal device B120 and the staff operation information server Y104. Send instructions. Further, the connection processing unit 212 is the history management unit 2
The history management unit rewrites the data name of the staff operation information server Y104 of the execution state history data 208 from “connection candidate server name” to “connection server name” (step 1706). The history data takeover process (step 1123) is ended (step 1708).

By the above-described history data takeover process (step 1123), the information server providing the information service itself receives the input accepted by the user terminal device before it is connected to the user terminal device. Can be used for processing. In the above example, the staff operation information server Y104 providing the tax consultation is the user terminal device B itself.
Before connecting to 120, when the unmanned information server T108 provided the information service issued by the resident card, the "name" accepted by the user terminal device B120 is "Taro Osaka", and the "address" is "Chuo-ku 1- The inputs "1" and "age" of "28 years old" can be used for tax consultation processing.

FIG. 35 shows the staff operation information server Y at this time.
4 is a screen example of a display device 305 of 104. Here, since the name and age have already been input, they are displayed in the operation / display area 3314 related to tax consultation. Since the tax name has not been accepted, the tax name is not displayed in the operation / display area 3314 related to tax consultation.
Also, since it is a consultation information service, the video conference display area 33
An image of the user is displayed at 02.

FIG. 36 shows the user terminal device B1 at this time.
It is an example of a screen of 20 display devices. An area 3602 is a display area for displaying the name of the staff member in charge. An area 3604 is an input area for accepting a request for switching the screen to a service menu screen for accepting the input of the information service request. Area 360
Reference numeral 6 is a display area for displaying a material image or the like received from the staff operation information server. In this example, since it is a consultation information service, an image of the staff member is displayed in the video conference display area 3102.

Next, an information service providing process (step 1
124) will be described with reference to FIG. 19, which is a detailed flowchart of this process.

First, the unmanned information server S106 has already provided an information service for issuing a resident's card from the user terminal device B120, and subsequently accepts a tax consultation service request. In step 1123, the service management device 112 causes the user. The information service providing process (step 1124) will be described in detail by using an example in which the user terminal device B120 and the staff operation information server Y104 are connected and an information service start instruction is transmitted to both. This example is a continuation of the example described in step 1123 with reference to FIG.
Therefore, the staff operation information server Y104 is in a state of receiving the history data 208 shown in FIG. 18 from the service management apparatus 112. Further, in this example, it is assumed that the information service of “tax consultation” requires data of “name”, “age”, and “tax name”.

Information service providing process (step 112)
4) is started (step 1900), the staff operation information server Y104, which has received the information service start instruction from the service management apparatus 112, sets the user terminal device B12.
0 is instructed to input the data necessary for the tax consultation information service processing. Since the “name” and “age” are included in the received execution state history data, the instruction to input the “tax name” is transmitted to the user terminal device B120. Upon receiving the instruction, the user terminal device B120 accepts the input "inheritance tax" of the "tax name" of the user and transmits the input "inheritance tax" to the staff operation information server Y104. The staff operation information server Y 104, which has received the input “inheritance tax”, transmits the input “inheritance tax” to the service management device 112, and the service management device 112
Adds the input "inheritance tax" to the execution state history data 208 (step 1902).

The execution state history data 208 has the state shown in FIG. FIG. 20 shows a user terminal device B120,
"Issuing a resident card" has already been provided, and while the "Issuing a resident card" information service is being processed, the user's "name" is "Taro Osaka" and "address" is "1-1 Chuo-ku". ，
The user terminal device B120 accepts the input that the "age" is "28 years old", and now the staff operation information server Y1.
According to 04, an information service is being provided, and while the information service is being processed, the execution state history data 208 indicating that the user terminal device B 120 has received an input that the “tax name” is “inheritance tax” Is.

Following the step 1902, the service management device 112, which has received the input "inheritance tax" from the staff operation information server Y104, searches the history data 208, and if there is data of "connection candidate server name", the corresponding " It is determined whether the "server name" is a staff operation information server.
In this example, the execution state history data 208 shown in FIG.
Go to 08 (step 1904).

The staff operation information server Y 104 determines whether or not all the inputs required for the tax consultation information service are available. In this example, the “name”, “age”, and “tax name” are all available, so the process proceeds to step 1910. If not, the process returns to step 1902 to repeat the input acceptance process (step 1908).

Since the "name", "age", and "tax name" are complete, the staff operation information server Y104 provides tax consultation information service (step 1910). The staff operation information server Y104 transmits the processing result to the user terminal device B120. When processing is completed, staff operation information server Y104
Sends an end notification to the service management device 112 (step 1912). Information service providing process (step 11)
24) is completed (step 1914).

When the information service providing process (step 1124) described above is completed, the disconnecting process is performed in step 1126, and the service management apparatus 11 is executed in step 1120.
In step 2, the execution state history data 208 is searched for the "connection candidate server" data. In this example, since there is no data "waiting for connection", the process returns to step 1114. The information service providing process (step 1124) will be described with reference to FIG. 19 by using the example in which the service request of “relocation notice” is accepted in step 1114.

In this example, in step 1114, the service request of “relocation notice” is accepted, and the history data 208 is processed as shown in FIG.
It is in the state indicated by 1. In FIG. 21, the information service of “issue resident card” has already been provided to the user terminal device B120, and during the processing of the information service of “issue resident card”,
"Name" is "Taro Osaka", "Address" is "Chuo-ku 1-
The terminal device B120 for the user has received the input that "1" and "age" are "28 years old", the information service of "tax consultation" has already been provided, and while the information service of "tax consultation" is being processed, The user terminal device B120 accepts the input that the "tax name" is "inheritance tax", and the unmanned information server T108 is currently providing an information service to the user terminal device B120. The execution state history data 208 indicates that the user terminal device B120 and the staff operation information server X are to be connected after T108 ends the information service. Step 1123
Accordingly, the service management device 112 transmits this execution state history data 208 to the unmanned information server T108.
Note that, as shown in FIG. 6, the unmanned information server T108 processes the “document entry” of the “transfer notification” information service. In this example, it is assumed that it is necessary to input "name", "address", and "relocation address" in order to process "document entry" of "notification of transfer".

Information service providing process (step 112)
4) is started (step 1900), the unmanned information server T108 that has received the instruction to start the information service from the service management apparatus 112 inputs the data necessary for the information service processing of the document entry to the user terminal device B120. Give instructions. Since the “name” and “address” are already included in the execution state history data 208, the instruction to input the “destination address” is transmitted to the user terminal device B 120. Upon receiving the instruction, the user terminal device B120 accepts the input "Minato Ward 1-2" of the "destination address" of the user, and transmits the input "Minato Ward 1-2" to the unmanned information server T108. Input "Minato Ward 1-
The unattended information server T108 that has received "2" is input as "Minato Ward 1
-2 "is transmitted to the service management apparatus 112, and the service management apparatus 112 stores the input" Minato Ward 1-2 "in the execution state history data 208. (Step 1902).

FIG. 39 is a screen example of the display device 305 of the user terminal device when instructing the input of the "relocation address". Area 3902 is a display area for displaying necessary input items. An area 3904 is an input area for accepting a request to start input, and an area 3906 is an input area for accepting confirmation of completion of input. In this example, since the name and address have already been accepted, they are displayed in the display area 3902.

The execution state history data 208 is in the state shown in FIG. FIG. 22 shows the user terminal device B120,
"Issuing a resident card" has been provided, and while processing the "Issuing a resident card" information service, "Name" is "Taro Osaka", "Address" is "Chuo-ku 1-1", "Age" Is input to the user terminal device B12.
0 accepts, and has already provided the information service of "tax consultation" to the terminal device B120 for users.
During the processing of the information service, the user terminal device B 120 accepts the input that the “tax name” is “inheritance tax”,
Currently, the unattended information server T108 is the user terminal device B1.
20 is providing an information service to the user 20, and during the processing of this information service, the user terminal device B120 accepts the input that the "destination address" is "Minato Ward 1-2".
After the unmanned information server T108 finishes the information service,
User terminal device B120 and staff operation information server X10
Historical data 208 indicating that the connection with 2 is planned
It is.

Following step 1902, the service management apparatus 112 receives the input "Minato Ward 1-2" from the unmanned information server T108, searches the history data 208, and if there is data of "connection candidate server name", It is determined whether the corresponding "server name" is the staff operation information server.
The history data 208 includes data of “staff operation information server X” as “connection candidate server name”, which is a staff operation information server. In this case, the process proceeds to step 1906 (step 1904). The service management device 112 transmits the history data 208 to the staff operation information server X102 (step 1906).

FIG. 30 shows the staff operation information server X at this time.
10 is an example of a screen of the display device 102. Area 3002, 30
Reference numerals 04 and 3006 are display areas for displaying information from the respective user terminal devices. Areas 3008, 3012, and 3016 are display areas for displaying the image of the user.
Reference numerals 0, 3014, and 3018 are display areas for information entered by the user, usage status of the information service, and the like.

The unmanned information server T108 determines whether or not all the inputs required for the information service for filling out the transfer notice are complete. In this example, the "name", "address", and "relocation address" are available, so the process proceeds to step 1910 (step 1908). Since the "name", "address", and "relocation address" are complete, the unmanned information server T108 provides an information service for filling out the transfer notification document and prepares the document (step 191).
0).

The unmanned information server T108 transmits the processing result to the user terminal device B120, and the completion of the processing to the service management device 112 (step 191).
2). The information service providing process (step 1124) is ended (step 1914).

FIG. 40 shows the staff operation information server X1 after this.
2 is an example of a screen when providing a document check / acceptance information service in 02. An area 4002 is an operation / display area related to the information service for checking / accepting the transfer notification document. An area 4004 is an input area for receiving a correction request from the staff when the staff checks the document and finds an error, and an area 4006 is an input area for receiving the confirmation of the document acceptance from the staff when there is no error. .

As described above, in the present system, the service management apparatus 11 receives information during the information service providing process (step 1124) each time an input required for the process is accepted.
2 updates the execution state history data 208, and after the processing of the information server currently providing the information service is completed, the staff operation information server should be included in the information servers planned to be connected to the user terminal device. For example, service management device 1
Every time the execution state history data 208 is updated, 12 transmits the execution state history data to the staff operation information server scheduled to be connected. As a result, the staff operation information server allows the operating staff to perform information service processing on the user terminal device in advance before connecting to the user terminal device scheduled to be connected. Execution state history data of can be presented.

FIG. 23 shows the service end process (step 1
It is a detailed flowchart of (130). Using FIG. 23,
The service end processing (step 1130) will be described in detail by taking as an example the case where the user terminal device B 120 receives an end request in the state of the execution state history data 208 shown in FIG.

At step 1128, which is the preceding stage of the service termination processing (step 1130), the service management apparatus 112 receives the termination request. When the service end processing (step 1130) is started (step 2300), the history management unit 210 searches the execution state history data 208, and the information service is connected to the user terminal device B120 or is waiting for connection.
The user name is read and passed to the connection processing unit 212, and the connection processing unit 212 issues an end permission instruction to the user terminal device B120.
And the unmanned information server T108 that is connected to the user terminal device B120, and the staff operation information server X that is waiting for connection.
(Step 2302).

The connection processing unit 212 uses the user terminal device B1.
20 and the unmanned information server T108 are disconnected. The terminal device B120 for the user who has received the end permission, the unmanned information server T
108 and the staff operation information server X102 end the process being performed at that time and perform a process of returning to the initial state (step 2304).

The history management section 210 uses the user terminal device B1.
20 execution state history data 208 as history storage device 114
To erase (step 2306). The service end processing (step 1130) is ended (step 230).
8).

As described above, when the service end processing (step 1130) ends, the execution state history data is deleted. Therefore, if the user terminal device receives input from the same user next time, step 1
Since there is no history data in 108, the restart processing (step 1112) is not performed and the information service provision is started from the initial state.

FIG. 24 shows the service interruption process (step 1
132) is a detailed flowchart of FIG. Step 1128 preceding the service interruption process (step 1132)
Then, the service management apparatus 112 receives the interruption request.

First, the execution state history data 208 is shown in FIG.
In the state of the execution state history data 208 indicated by, the user terminal device B120 accepts the interruption request when no input necessary for the processing of the information service performed by the unmanned information server S106 has been accepted. The service interruption process (step 1132) will be described by taking the case as an example.

When the service interruption process (step 1132) is started (step 2400), the user terminal device B
120 accepts the input of information for identifying the individual user by the input of the user. Here, it is assumed that the information for identifying the individual user is a name. The user terminal device B120 accepts the input of the user's name "Taro Osaka" and transmits it to the service management device 112 (step 2402).

Upon receiving the user identification information "Taro Osaka", the history management unit 210 sets the "terminal name" of the history data 208 to "user identification information" and the "user terminal device B" to "Taro Osaka". (Step 2404). The connection processing unit 212 transmits the interruption instruction to the user terminal device B120 and the unmanned information server S106 which is the information server connected to the user terminal device B120 (step 2406).

Further, the connection processing unit 212 disconnects the user terminal device B120 and the unmanned information server S106, which is the information server connected to the user terminal device B120, and disconnects the user terminal device B120 and the unmanned information server S106. Respectively completes the processing and returns to the initial state (step 2408).

It is determined whether or not the information server is processing the information service (step 2410). In this example, since the unmanned information server S106 has no information service in process,
Go to step 2416. The history management unit 210 saves the execution state history data 208 in the history storage device 114 (step 2416), and ends the service interruption process (step 2418).

The execution state history data stored in the history storage device 114 at this time is as shown in FIG. FIG.
Receives data input from the user whose "user identification information", which is the information for identifying the individual user, is "Taro Osaka", when the "resident certificate is issued" by the "unmanned information server S". It is the execution state history data 208 indicating that the interruption request has been received in the non-execution state.

Next, the execution state history data 208 is shown in FIG.
As an example, in the state shown by, the user terminal device B120 accepts the interruption request when no input necessary for the processing of the information service performed by the staff operation information server Y104 has been accepted. The service interruption process (step 1132) will be described.

When the service interruption process (step 1132) is started (step 2400), the user terminal device B
Since 120 has already accepted the input of the user's name "Taro Osaka", the service management apparatus 11 for the user identification information
2 is not transmitted (step 2402).

The history management unit 210 reads the user's name “Taro Osaka” from the history data 208, and the history data 2
The “terminal name” of 08 is changed to “user identification information”, and the “user terminal device B” is changed to “Taro Osaka”. Also, FIG.
The name of the staff member who is operating the staff operation information server Y by searching the server-staff correspondence data 204 shown in FIG.
Is read and the “staff operation information server X” in the history data 208 is changed to “staff P” (step 2404).

The connection processing unit 212 uses the user terminal device B.
An interruption instruction is transmitted to the staff operation information server Y104, which is an information server connected to the user terminal device B120 and the device 120 (step 2406).

Further, the connection processing section 212 disconnects the user terminal device B120 and the staff operation information server Y104, which is the information server connected to the user terminal device B120,
User terminal device B120 and staff operation information server Y10
4 finishes the processing, and returns to the initial state (step 2408).

In this example, since the staff operation information server Y 104 has no information service being processed, step 2416 is executed.
(Step 2410). The history management unit 210 saves the history data 208 in the history storage device 114 (step 2416) and ends the service interruption process (step 2).
418).

The history data stored in the history storage device 12 at this time is as shown in FIG. In FIG. 26, an information service of “resident certificate issuance” has been provided to a user whose “user identification information”, which is information for identifying an individual user, is “Taro Osaka”. When processing "Issue", the user receives "Taro Osaka" as the "name", "Chuo-ku 1-1" as the "address", and "28 years old" as the "age", and operates the "staff P". Is the execution state history data 208 showing that the service is being provided by the process of the staff operation information server for accepting the request, and the interruption request has been accepted while no data input has been accepted for this service.

Next, the execution state history data 208 is shown in FIG.
In the state shown by, the “tax name” is input as an input necessary for the processing of the information service performed by the staff operation information server Y104.
The service interruption process (step 1132) will be described by taking as an example the case where the user terminal device B 120 receives the interruption request while receiving the input that "is the inheritance tax".

When the service interruption process (step 1132) is started (step 2400), the user terminal device B
Since 120 has already accepted the input of the user's name "Taro Osaka", the service management apparatus 11 for the user identification information
2 is not transmitted (step 2402).

The history management unit 210 reads the name of the user "Taro Osaka" from the execution status history data 208, and sets the "terminal name" of the execution status history data 208 to "user identification information" and "user terminal". Change "Device B" to "Taro Osaka". Also, the server-staff correspondence data 20 shown in FIG.
4 is read, the name of the staff member who is operating the staff operation information server Y, “staff P”, is read, and the “staff operation information server X” in the history data 208 is changed to “staff P” (step 2404).

The connection processing unit 212 uses the user terminal device B.
An interruption instruction is transmitted to the staff operation information server Y104, which is an information server connected to the user terminal device B120 and the device 120 (step 2406).

Further, the connection processing unit 212 disconnects the user terminal device B120 and the staff operation information server Y104, which is the information server connected to the user terminal device B120,
The user terminal device B120 ends the process and performs a process of returning to the initial state. (Step 2408).

In this example, when the staff operation information server Y104 receives the interruption instruction, the input "name", "age" and "tax name" necessary for the tax consultation process are already prepared, and the tax consultation information service is being processed. Therefore, step 241
2 (step 2410).

The connection processing unit 212 is the staff operation information server Y.
In 104, the transmission destination of the processing result is set to the user terminal device B12.
The destination change instruction is transmitted so that the service management apparatus 112 is set to 0 (step 2412). The staff operation information server Y 104, which has received the interruption instruction and the destination change instruction, completes the tax consultation information service and transmits the processing result to the service management device 112 (step 24).
14).

The history management unit 210 adds the processing result of the tax consultation information service received from the staff operation information server Y104 to the execution status history data 208 and saves it in the history storage device 114 (step 2416), and the service interruption processing. Is completed (step 2418). The execution state history data stored in the history storage device 114 at this time is as shown in FIG. In FIG. 27, the information service of “issue of resident card” has already been provided to the user whose “user name”, which is the information for identifying the individual user, is “Taro Osaka”. When processing "," the user's "name"
As "Taro Osaka", "Address" as "Chuo-ku 1-
The service is being provided by the processing of the staff operation information server that accepts the input of "28 years old" as "1" and "age" and receives the operation of "staff P". Is the execution state history data 208 indicating that “inheritance tax” is received as input, and the interruption request is received, and then “tax payment amount” is obtained as the process of “tax consultation”.

As an example of the case where the interruption process described above is performed and then the user "Taro Osaka" restarts the use at the user terminal device A, the restart process (step 11
12) will be described in detail. At the time of resumption, it is assumed that the staff operating the staff operation information server is replaced and the server-staff correspondence data 204 is changed as shown in FIG. Further, prior to step 1112, the service management device 112 has already received the user name, which is the user identification information that the user terminal device A 118 has received.

First, the execution state history data 208 shown in FIG. 25 is stored in the history storage device 114, and the restart processing is performed by taking the case where the user "Taro Osaka" restarts the use at the user terminal device A ( Step 1112) will be described.

When the restart process (step 1112) is started (step 2800), the history management unit 210 reads the received execution state history data corresponding to the user name "Taro Osaka" from the history storage device 114, and "user identification""Information" as "terminal name" and "Taro Osaka" as "terminal device A for user"
Change to As a result, the interruption execution state history data 208
Can be used as history data of the user terminal device A (step 2802).

The history management unit 210 uses the execution state history data 2
The "user terminal device A" and the "unmanned information server S" are read from 08, and a restart instruction is transmitted to the user terminal device A118 and the unmanned information server S106 (step 280).
4). The connection processing unit 212 connects the user terminal device A 118 and the unmanned information server S106 (step 2806).
Then, the restart processing (step 1112) is completed (step 2808).

As described above, even if the user terminal device for accepting the operation of the user "Taro Osaka" is changed from the user terminal device B to the user terminal device A, if the user is the same, You can return to the connection state at the time of interruption and restart.

Next, the execution state history data shown in FIG. 26 is stored in the history storage device 114, and the restart processing is performed by taking the case where the user "Taro Osaka" restarts the use at the user terminal device A ( Step 1112) will be described.

When the restart process (step 1112) is started (step 2800), the history management unit 210 reads the received execution state history data corresponding to the user name "Taro Osaka" from the history storage device 114 and "user identification""Information" as "terminal name" and "Taro Osaka" as "terminal device A for user"
Change to As a result, the interruption execution state history data 208
Can be used as the execution state history data of the user terminal device A (step 2802).

The history management unit 210 uses the execution state history data 2
The “user terminal device A” and the “staff P” are read from 08 and passed to the connection processing unit 212. The connection processing unit 212 is shown in FIG.
Server-staff correspondence data 204 shown in FIG.
The “staff operation information server X” corresponding to is read and a restart instruction is transmitted to the user terminal device A 118 and the staff operation information server X 102 (step 2804).

The connection processing unit 212 is the staff operation information server A.
The execution state history data 208 is transmitted to 118, and the user terminal device A 118 and the staff operation information server X 102 are connected (step 2806). Restart processing (step 111)
2) is completed (step 2808).

As described above, the user terminal device for accepting the operation of the user "Taro Osaka" is changed from the user terminal device B to the user terminal device A, and the staff operation information for accepting the operation of the staff member P. Even if the server is changed from the staff operation information server Y to the staff operation information server X, the same connection state as at the time of interruption can be restored. Staff operation information server X102
Can present the input accepted by the user terminal device B to the staff P by the operation of the user "Taro Osaka" before the interruption.

Next, the execution state history data shown in FIG. 27 is stored in the history storage device 114, and the restart process is performed by taking the case where the user "Taro Osaka" restarts the use at the user terminal device A ( Step 1112) will be described.

When the restart process (step 1112) is started (step 2800), the history management unit 210 reads the received execution state history data corresponding to the user name "Taro Osaka" from the history storage device 114 and "Person identification information" as "terminal name" and "Taro Osaka" as "terminal device A for user"
Change to As a result, the interruption execution state history data 208
Can be used as the execution state history data of the user terminal device A (step 2802).

The history management unit 210 uses the execution state history data 2
The “tax payment amount” which is the “processing result” is read from 08 and transmitted to the user terminal device A 118. The user terminal device A 118 presents the received “tax payment amount” to the user. Furthermore, the history management unit 210 reads the “user terminal device A” and the “staff P” from the execution state history data 208 and passes them to the connection processing unit 212. The connection processing unit 212 reads the “staff operation information server X” corresponding to the “staff P” from the server-staff correspondence data 204, and the user terminal device A 118.
Then, the restart instruction is transmitted to the staff operation information server X102 (step 2804).

The connection processing unit 212 is the staff operation information server X.
The execution state history data 208 is transmitted to 102, and the user terminal device A 118 and the staff operation information server X 102 are connected (step 2806). Restart processing (step 111)
2) is completed (step 2808).

As described above, the user terminal device for accepting the operation of the user "Osaka Taro" is changed from the user terminal device B to the user terminal device A, and the staff operation information for accepting the operation of the staff P. Even if the server is changed from the staff operation information server Y to the staff operation information server X, the same connection state as at the time of interruption can be restored. Further, the information server is processing at the time of interruption, and the processing result completed after the interruption can be presented at the time of restart. Staff operation information server X102
Can present the input accepted by the user terminal device B to the staff P by the operation of the user “Taro Osaka” before the interruption. The public information service counter system, which is an embodiment of the present invention, has been described above with reference to the drawings.

In this embodiment, there are 2 user terminal devices.
However, this does not limit the configuration of the present invention, and the number of user terminal devices may be one or more. Further, although the unmanned information server is three in this embodiment, this does not limit the configuration of the present invention, and the unmanned information server may be an arbitrary number of one or more. Further, although the number of the staff operation information servers is two in the present embodiment, this does not limit the configuration of the present invention, and the number of the staff operation information servers may be one or more. Further, although there is one center in this embodiment, this does not limit the configuration of the present invention, and the number of centers may be one or more.

Further, although the information service provided in this embodiment is a public information service, this does not limit the use of the present invention, and information services such as tourist spot information, accommodation reservations, train reservations, etc. are provided. It goes without saying that it can also be used for a travel information service system that provides information and a financial information service system that provides information services such as savings consultation and account opening.

[0159]

According to the present invention, (1) the center receives an information service request transmitted from the user terminal device, selects an information server capable of responding to the request, and selects the selected information server and user. If it is determined that a series of information services needs to be provided by a plurality of information servers in order to connect with a terminal device for use and respond to requests, the first information server among the plurality of information servers and the user information Since the service management device connects the terminal device and the second information server and the user terminal device after the processing of the first information server is completed, the same user can be connected to the plurality of information servers. The information service can be provided to the mobile terminal device.

(2) In the process of selecting the information server that can respond to the request, the service management apparatus selects the staff operation information server by determining whether the operator can respond to the request. Even if the operator of the staff operation information server changes and the information service provided by the staff information server changes accordingly, the selection of the information server that can respond to the service request can be changed in response to the change.

(3) A history storage device is added to the service management device, and the service management device receives the history of execution states from the user terminal device, the unmanned information server, and the staff operation information server and stores them in the history storage device. When connecting the information server and the user terminal device, the history of the execution status up to that point is sent to the information server, so that the information server can operate when the user terminal device is not connected. The input received and the information service result provided by another information server can be used for processing.

(4) When the staff operation information server is included in the series of information servers to be connected, the service management apparatus executes the information service without waiting for the information service provision of the currently connected information server. Since the history of the state is transmitted to the staff operation information server scheduled to be connected, the staff operation information server can present history information to the operator in advance before connection.

(5) The service management device that has received the interruption request saves the user identification information and the history of execution states in the history storage device in association with each other, accepts the restart request, and uses the user identification information as a key to record the history. Since information is searched for, read, and restored to the state at the time of interruption, the information service can be restarted from the state at the time of interruption for the same user even if the user terminal device changes.

(6) The staff operation information server and the user who store the history information in association with the staff identification information at the time of the interruption processing and are operated by the staff corresponding to the saved staff identification information at the time of the restart processing. Since it is connected to the terminal device for use, it is possible to restart the information service by connecting to the staff operation information server operated by the same staff as at the time of interruption.

(7) If the information server is in the process of processing the information service at the time of accepting the interruption request, the result of processing up to the stage at which the input from the user terminal device can be processed is not required. The result of the process added to the history information is sent to the user terminal device when it is restarted, and the result of the process added to the history of the server execution state is saved. You can save time.

[Brief description of drawings]

FIG. 1 is a configuration diagram of a public information service window system according to an embodiment of the present invention.

FIG. 2 is a detailed configuration diagram of a public information service window system which is an embodiment of the present invention.

FIG. 3 is a detailed configuration diagram of a user terminal device and a staff operation information server of FIG.

FIG. 4 is a detailed configuration diagram of the unmanned information server of FIG. 1.

5 is a detailed configuration diagram of the service management apparatus of FIG.

FIG. 6 is a data table of service-server correspondence data 206 of FIG.

7 is a data table showing an example of the server connection status data 202 of FIG.

8 is a data table showing an example of execution state history data 208 in FIG.

FIG. 9 is a data table showing an example of server-staff correspondence data 204 of FIG.

FIG. 10: Start of charge of staff of staff operation information server in public information service counter system which is one embodiment of the present invention /
It is a flowchart showing the processing at the end.

FIG. 11 is a flowchart showing an outline of processing at the time of providing information service in the public information service counter system according to the embodiment of the present invention.

12 is a flowchart showing details of an information server selection process 1118 of FIG.

13 is a data table showing an example of execution state history data 208 in FIG.

14 is a data table showing an example of execution state history data 208 in FIG.

15 is a data table showing an example of execution state history data 208 in FIG.

16 is a data table showing an example of execution state history data 208 in FIG.

FIG. 17 is a flowchart showing details of history takeover processing 1123 of FIG. 11.

18 is a data table showing an example of execution state history data 208 in FIG.

19 is a flowchart showing details of the information service providing processing 1124 of FIG.

20 is a data table showing an example of execution state history data 208 in FIG.

21 is a data table showing an example of execution state history data 208 in FIG.

22 is a data table showing an example of execution state history data 208 of FIG. 2. FIG.

23 is a flowchart showing details of service end processing 1130 of FIG. 11. FIG.

FIG. 24 is a flowchart showing details of service interruption processing 1132 of FIG.

25 is a data table showing an example of execution state history data 208 in FIG.

26 is a data table showing an example of execution state history data 208 in FIG. 2. FIG.

27 is a data table showing an example of execution state history data 208 in FIG. 2. FIG.

28 is a flowchart showing details of service restart processing 1112 of FIG. 11. FIG.

FIG. 29 is a data table showing another example of the server-employee correspondence data 204 of FIG.

FIG. 30 is a screen example of a staff operation information server.

FIG. 31 is an example of a screen of a user terminal device.

FIG. 32 is an example of a screen of a user terminal device.

FIG. 33 is an example of a screen of a user terminal device.

FIG. 34 is a screen example of a user terminal device.

FIG. 35 is a screen example of a staff operation information server.

FIG. 36 is an example of a screen of a user terminal device.

FIG. 37 is a screen example of a user terminal device.

FIG. 38 is a screen example of a user terminal device.

FIG. 39 is an example of a screen of the user terminal device.

FIG. 40 is a screen example of a staff operation information server.

41 is a flowchart showing details of the connection confirmation processing 1122 of FIG. 11.

42 is a data table showing another example of the server-employee correspondence data 204 of FIG. 2. FIG.

43 is a data table showing an example of the server connection status data 202 of FIG.

44 is a data table showing an example of execution state history data 208 in FIG. 2. FIG.

45 is a data table showing an example of execution state history data 208 in FIG.

46 is a data table showing an example of execution state history data 208 in FIG. 2. FIG.

47 is a data table showing an example of execution state history data 208 in FIG. 2. FIG.

48 is a data table showing an example of execution state history data 208 in FIG. 2. FIG.

FIG. 49 is a data table showing another example of the server-employee correspondence data 204 of FIG. 2.

50 is a data table showing an example of execution state history data 208 in FIG.

[Explanation of symbols]

100: center, 102, 104: staff operation information server, 106, 108, 110: unattended information server, 11
2: service management device, 114: history storage device, 11
6: communication network, 118, 120: user terminal device B, 2
02: server connection status data, 204: server-staff correspondence data, 206: service-server correspondence data, 20
8: execution state history data, 210: history management unit, 21
2: connection processing unit, 214: server selection unit

Front page continuation (72) Inventor Satoshi Nishikawa 1099, Ozenji, Aso-ku, Kawasaki-shi, Kanagawa Hitachi, Ltd. System Development Laboratory (72) Inventor Yuki Matsui 1099, Ozen-ji, Aso-ku, Kawasaki, Kanagawa Hitachi, Ltd. Manufacturing Systems Development Laboratory (72) Inventor Hiroshi Tsuji 1099, Ozenji, Aso-ku, Kawasaki City, Kanagawa Prefecture Hitachi Ltd. Systems Development Laboratory (72) Inventor Masahiko Ogawa, 12 890 Kashimada, Kawasaki-shi, Kanagawa Prefecture Hitachi, Ltd. Information Systems Division

Claims (12)

[Claims] 1. A terminal device for a user, comprising a dialogue input / output device for inputting an operation by a user, accepting an information service request by the operation of the user, and providing an information service responding to the service request to the user. In an information service window system comprising a center that receives the service request from the user terminal device via a communication network and provides an information service responding to the service request to the user terminal device, the center is ( 1) One or more unattended information servers that provide information services without the need for staff operations, and (2) One or more staff members that provide information services with interactive input / output devices that input staff operations. Operation information server, (3)
Accepting an information service request transmitted from the user terminal device, referring to data of a correspondence relationship between each preset information service and an information server capable of providing the information service, the unmanned information server or the staff operation information An information server capable of responding to the request is selected from one of the information servers of the servers according to the correspondence data, the selected information server and the user terminal device are connected, and the correspondence relation is established. When it is determined that it is necessary to provide a series of information services by a plurality of information servers to meet the request according to the data, the first information server of the plurality of information servers and the user terminal device Connect and
An information service window system comprising a second information server and a service management device for connecting the user terminal device after the processing of the first information server is completed. 2. In the information service provided by the staff operation information server, the information service request accepted by the user terminal device is transmitted to the service management device, and the transmitted request is managed by the service management device. When the device accepts, if the staff operation information server is connected to another user terminal device and cannot immediately connect to the user terminal device, the staff operation information server is ready to be connected. Until,
An alternative unmanned information server that partially provides the information service is provided, and the correspondence relationship between each information service and the alternative unmanned information server is added to the correspondence relationship data between each information service and the information server that can provide the information service. Then, the service management device accepts the information service request transmitted from the user terminal device, refers to the correspondence data when selecting the information server that can respond to the request, and responds to the request. When the staff operation information server is selected as the server, the staff operation information server and the alternative unmanned information server are selected, and when the user terminal device is connected to the staff operation information server, the staff operation information server is selected. If the information server is connected to another user terminal device and cannot connect immediately,
When the staff operation information server finishes handling, the reservation process for connecting to the user terminal device is preferentially performed, and the alternative unmanned information server is used for the user until the staff operation information server becomes available. The information service window system according to claim 1, wherein the information service window is connected to a terminal device to provide a partial information service in advance in response to a user's information service request. 3. The information service window system according to claim 1, wherein the user terminal device and the staff operation information server include a voice input / output device and an image input / output device. 4. The service management device accepts an information service request transmitted from the user terminal device, and responds to the request from any one of the unmanned information server and the staff operation information server. In the process of selecting an available information server, the unattended information server is selected by determining whether it is a device that can respond to the request, and the staff operation information server is selected as the staff operation information server. 4. The information service window system according to claim 3, wherein the operator makes the selection by determining whether the operator can meet the request. 5. A history storage device is added to the service management device, and while the unmanned information server or the staff operation information server provides an information service to the user terminal device, The user terminal device transmits a history of its own execution state to the service management device, and the unmanned information server or the staff operation information server that is providing the information service to the user terminal device has its own execution state. To the service management apparatus, and the service management apparatus receives the history of the execution state from the user terminal device, the unmanned information server, and the staff operation information server, and stores the history in the history storage device. The information service window system according to claim 4, wherein 6. The history of execution states includes an input accepted by a user terminal device from a user and an information server name selected by the service management device. 5
Information service contact system described. 7. The service management device when the service management device determines that it is necessary to provide a series of information services by a plurality of information servers in order to respond to an information service request transmitted from the user terminal device. First connects the first information server among the selected plurality of information servers and the user terminal device, and the first information server provides the information service to the user terminal device. While the first
Of the execution state of the information server of the above is transmitted to the service management device, the service management device stores the history of the execution state in the history storage device, and the first information server is transmitted to the user terminal device. When the provision of the information service is finished, the fact that the provision of the information service is finished is transmitted to the service management device, and the service management device receives the notice of the termination of the provision of the information service and stores it in the history storage device. The information service according to claim 5 or 6, wherein a history of execution states up to a point in time is transmitted to the second information server, and the second information server is connected to the user terminal device. Window system. 8. When the first information server providing the information service to the user terminal device is providing the information service, the use is performed after the information provision of the first information server is completed. If the staff operation information server is included in the series of multiple information servers that are to be connected to the personal terminal device,
The service management apparatus stores the history of the execution state of the first information server stored in the history storage device without waiting for the end of the information service provision to the user terminal device of the first information server. The information service window system according to claim 7, wherein the information is transmitted to a staff operation information server scheduled to be connected. 9. The service management device stores an interruption request received by the user terminal device by a user operation, user identification information for identifying the user, and a history of execution states of the user terminal device. The service management device transmits the interruption request to the unmanned information server or the staff operation information server that provides the information service to the user terminal device, and the information server receives the interruption request. Transmits the history of the execution state of the information server to the service management device, and the service management device displays the user identification information transmitted from the user terminal device and the execution state of the user terminal device. The history and the history of the execution status of the information server transmitted from the information server are stored in the history storage device in association with each other, and the user terminal device and the information server are disconnected, and the user Used by the terminal device for The restart request and the user identification information for specifying the user received by the operation of are transmitted to the service management device, the history information is searched and read from the history storage device using the user identification information as a key, and the history If the information includes history information regarding the user terminal device, the information is transmitted to the user terminal device, and if the history information includes history information regarding the staff operation information server, the information and the history information are transmitted. The restart request is transmitted to the staff operation information server, the service management device transmits the information and the restart request to the unattended information server when the history information includes history information related to the unattended information server, The user terminal device, the staff operation information server, and the unattended information server respectively use the history information transmitted from the service management device to perform processing for returning to the state at the time of interruption. 7. or information service representative system of claim 8, characterized in Ukoto. 10. When the information server receiving the transmission of the interruption request is the staff operation information server, the staff operation information server, in addition to the history of the execution state of the staff operation information server, operates the staff operation. The staff identification information of the staff operating the information server is transmitted to the service management apparatus, and the service management apparatus uses the history of the execution state of the staff operation information server transmitted from the staff operation information server as the staff operation. Corresponding to the staff identification information transmitted from the information server, the service management apparatus stores the history information in the history storage device and receives the restart request, reads the history information from the history storage device,
The history information on the staff operation information server is transmitted to the staff operation information server operated by the staff corresponding to the staff identification information stored corresponding to the information, and the user terminal device and the staff The information service window system according to claim 9, wherein the information service window is connected to an operation information server to instruct restart. 11. The service management apparatus stores an interruption request received by the user terminal device by a user operation, user identification information for specifying the user, and a history of the execution state of the user terminal device. The service management device transmits the interruption request to the unmanned information server or the staff operation information server that provides the information service to the user terminal device,
If the information server is processing an information service at the time the information server receives the interruption request, the service management device disconnects the user terminal device from the information server, and the information server processes. The information service in the process to the stage where it can be processed without receiving the input from the user terminal device, add the result of the process to the history of the execution state of the information server, and add the result to the service management device. The service management apparatus stores the history of the execution state of the information server and the result of the processing transmitted from the information server in the history storage device, and the user terminal device is operated by the user. The received restart request and the user identification information for specifying the user are transmitted to the service management device, and the service management device retrieves and reads the history information from the history storage device using the user identification information as a key. If the result of the processing is added to the history information related to the staff operation information server or the unattended information server in the history information, the service management apparatus displays the result of the processing in the user terminal device. To the user terminal device, the staff operation information server, and the unattended information server, respectively, using the history information transmitted from the service management device, to restore the state at the time of interruption and restart the processing. Claim 9 or Claim 10 characterized by
Information service contact system described. 12. A center having an unmanned information server and a staff operation information server accepts an information service request transmitted from a user terminal device, selects an information server that can respond to the request, and selects the selected information server. If it is determined that a series of information services needs to be provided by a plurality of information servers in order to connect the user terminal device to the user terminal device and to meet the request, the first information server among the plurality of information servers is first 10. A service management device is provided, which is connected to the user terminal device and, after the processing of the first information server is completed, connects the second information server and the user terminal device. Alternatively, the information service window system according to claim 10.